Information Technology Support Specialist

Summary

Job Category:
User Success
Job Title:
Information Technology Support Specialist
Job Category Definition:
This specialty covers planning and delivery of customer support services including installation, consultation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to customer reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; developing and maintaining problem tracking databases; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses; preparing business cases; ensuring the rigorous application of information security/information assurance policies, principles, and practices.
Job Title Definition:

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products. Duties are performed at various levels within the defined title.

Working Conditions:
Specific physical requirements and effort are outlined in Job Responsibilities Worksheet (list of essential job duties and responsibilities specific to a particular job at the unit level) in accordance with the Americans with Disabilities Act of 1990 (ADA).
Other Requirements:
 

Levels

Level 1  

Level Details
Job Code Salary Band FLSA Status
ITSU0401 E Non-Exempt

Level 1 positions typically demonstrate baseline working knowledge of routine work applications; follow standard principles and systems and use appropriate terminology associated with a particular field of specialization; participate as a team member in a collaborative environment within a diverse workforce; actively contribute to completion of team goals and assigned tasks; clearly communicate information, ideas, or instructions verbally and in writing; follow recommended approach to assigned work to facilitate achievement of desired results; ensure safe practices and environmental consciousness are exhibited in decisions; typically work under direct and frequent supervision while performing routine duties using established procedures with detailed instructions.

Typical Education & Experience

0+ years related experience

High School Diploma or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Provide Tier I customer service and technical support to end-users for hardware and software systems
  • Resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary
  • Provide guidance and explain policies and procedures to end-users
  • Assist users in obtaining access to systems
  • Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation
  • Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 2  

Level Details
Job Code Salary Band FLSA Status
ITSU0402 F Non-Exempt

Level 2 positions typically demonstrate intermediate knowledge of the concepts, practices and procedures of a particular field of specialization; perform intermediate tasks in defined skill areas/applications by continuously building on current job knowledge; maintain effective relationships with peers, vendors, and others in a diverse environment; support team decisions and follow through with team responsibilities; interpret information, ideas and instructions and communicate clearly and accurately both verbally and in writing including materials intended for distribution; determine causes of unusual occurrences and apply standard principles and practices to determine and implement solutions; ensure safe practices and environmental consciousness are exhibited in decisions; typically work under general supervision, while performing assignments that are varied and that may be somewhat difficult in character, but usually involve limited responsibility.

Typical Education & Experience

0+ years related experience

Associate's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Provide Tier I and Tier II customer service and technical support to end-users for hardware and software
  • Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary
  • Provide guidance and explain policies and procedures to end-users
  • Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
  • Train customers on new devices and technologies
  • Install software on new or existing devices, in accordance with standard procedures
  • Assist in the set-up of new equipment and devices
  • Assist users in obtaining access to systems
  • Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation
  • Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals
  • Assist with preventative maintenance within specified guidelines and procedures
  • May review and evaluate new computer hardware and software products
  • Assist in the tracking of hardware and software inventory
  • May track and update IP numbers and data-jack numbers
  • Assist and interact with hardware and software vendors
  • Participate on committees, projects, University-wide teams

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 3  

Level Details
Job Code Salary Band FLSA Status
ITSU0403 H Non-Exempt

Level 3 positions typically demonstrate proficient and comprehensive knowledge of defined skill areas/applications to integrate fundamental elements from other specialties into work assignments; apply knowledge of principles, practices, and procedures of a particular field of specialization to complete difficult assignments; promote a culture that is conducive to effective relationships among diverse team members; ensure safe practices and environmental consciousness are exhibited in decisions; may lead a project team involved in completion of difficult assignments, requiring proficient knowledge of field of specialization; interpret and communicate information, ideas and instructions clearly, accurately and persuasively both verbally and in writing including materials intended for distribution; incorporate new facts and ideas into group processes and apply creative thinking to develop new solutions; typically work with minimal supervision on difficult assignments, conferring with manager on unusual matters.

Typical Education & Experience

2+ years related experience

Associate's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Provide advanced customer service and technical support to end-users for hardware and software
  • Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary
  • Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures
  • Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data
  • Provide guidance and explain policies and procedures to IT support staff and end-users
  • Train customers on new devices and technologies
  • Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
  • Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers
  • Implement security policies and protocols of the department, college, and University
  • Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current
  • Review and evaluate new hardware and software products; recommend the implementation of new products
  • Replace equipment that has reached the end of its warranty or lifecycle
  • Create, track, and maintain reports and provide updates to management
  • Assist in tracking and maintaining hardware and software inventory; interact with vendors
  • May monitor infrastructure issues and resolve or escalate to higher levels of support
  • May mentor, train, and direct the work of other staff members and/or student workers

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 4  

Level Details
Job Code Salary Band FLSA Status
ITSU0404 I Non-Exempt

Level 4 positions typically demonstrate advanced knowledge of principles, practices, and procedures of a particular field of specialization and complete complex assignments; integrate complex elements from other specialties into work assignments; demonstrate a strong commitment to inclusionary practices which support diversity throughout the University; establish a shared vision and take responsibility for the achievement of team goals, and provide direction for appropriate implementation of plans; present ideas, concepts and instructions in a clear manner, and use persuasion and negotiation to build consensus and cooperation; ensure safe practices and environmental consciousness are exhibited in decisions; develop new techniques, concepts, theories, programs or solutions and apply them to complex strategic operating issues; typically work independently on complex work assignments, review progress and evaluate results and update management as appropriate; may direct and delegate work to lower-level staff.

Typical Education & Experience

4+ years related experience

Associate's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Serve as the subject matter expert or primary point-of-contact to end-users for escalated incidents
  • Oversee the scheduling and work quality for staff and/or student workers and prioritize ticket management
  • Analyze and resolve complex end-user escalation incidents or issues from other IT support staff
  • Provide advanced troubleshooting principles, practices, and procedures
  • Provide guidance and explain policies and procedures to IT support staff and end-users
  • Mentor and train other staff members; ensure standard practices and policies are adhered to
  • Participate in the development of effective processes and procedures
  • Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
  • Implement security policies and protocols of the department, college, and University
  • Review, update, maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current; may develop basic or intermediate user training
  • Establish resources such as knowledge-base articles and white papers to resolve routine user issues
  • Create, track, and maintain reports and provide updates to management
  • Lead internal projects and/or project teams and contribute to University-wide teams
  • Interact with hardware and software vendors; may have purchasing responsibilities within a defined budget
  • Provide input in determining technology needs of the unit; recommend technology needs based on standards
  • May participate in and provide information for the strategic planning process
  • May monitor infrastructure issues and resolve or escalate to higher levels of support
  • May assist with installing, configuring, and supporting servers, networks, and infrastructure
  • May supervise staff members, including hiring, development, and performance management

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 5 

There is currently no level 5.